Jackpot.cc Casino - Player's account is closed over alleged bonus abuse.

Good morning,

I recently signed up to a new casino following recommendations from a fellow online streamer as the rewards and bonuses looked very appealing.

I had never previously heard of this casino but after doing some research, I was satisfied that they seemed legit enough to give them ago.

I made my first and second deposit with bonus offered and was unsuccessful at completing the wager. I decided to take the 3rd welcome bonus and on this occasion, I managed to hit a big win. I successfully completed the wager and quickly sent though all the documents for verification. I recieved an email very shortly after, requesting for a selfie of me holding my ID, which I obliged to straight away and sent through to them.

I continued to play for a while and requested my withdrawals of £800 and £1000 whilst I waited for my verification to complete. This is where the problems started. Verification stayed pending for quite some time so I reached out to them to request an update. They responded a few hours later, saying my verification was almost complete and my withdrawals would be processed smoothly. Great!

Merely an hour or so later, I then recieved another 3 emails, 2 rejection on withdrawal and an account closure with all winnings removed. They stated a reason of bonus abuse and duplicate accounts. I have responded to them stating I have never heard of this casino before registering and do not have more than 1 account, so this is completely false. I stuck to the max bet rules and wagering rules of the bonus recieved and sent them through all requested documentation.

I have yet to recieve anything back from the casino in regards to me stating they have got there allegations completely wrong.

All this seems strange to me, how they were in possession of my documents but only 'detected' 2 or 3 days later, but we're communicating with me to request a selfie of myself holding ID.

I am claiming my full withdrawal of £1800 and have sworn of only having 1 account and only ever registered with them on this 1 occasion, as previously stated, i didnt know this casino or ever heard of it before i registered. I have also obeyed all bonus rules whilst I was wagering the casino requirements.

I can of course upload and send any evidence of communications to you, but they have closed my account so currently have no access.

I hope you can assist me.

Regards

[Redacted]

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Hello.

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello thank you for your quick response.

I answer all your questions as followed:

I am the only gambler in my household, so there would be zero chance of this.

I have not used a VPN for this casino.

I have attached a screenshot of the bonuses offered at welcome from the casino. Its worth noting thst I completed the wager within the max bet rules on my 3rd deposit bonus, with the previous 2 bonuses unsuccessful.

I was playing around 5 different slots seperately whilst completing the wagering requirements playing between 40p and £4 spins. Max bet on these bonuses is £5.

An extra bit of information following on is when I completed the wagering requirement, a random £100 got added to my account with a wager which I noticed and rejected the bonus money offered by the casino after speaking to live support as to not affect my real balance I won. Ive attached a screenshot of this showing real balance won and the bonus that was randomly added once wagering had been completed.

I have recieved 11 emails in 4 days also offering me bonuses, free spins, deposit bonuses etc as well. They are also still continuing even though they have closed my account. So a casino offering out loads of bonuses but then wrongfully accusing a player of bonus abuse when we win is laughable. I can share all these emails with you as well if you wish.

My first withdrawal of £800 got rejected on the basis they needed a selfie with me holding my ID which I did.

i then won more on real balance (i actually had £5,300) but lost a lot of it and decided to stop at £1,800 for withdrawal which is when i was then accused of all the false information.

i have been in contact with the casino rewuesting evidence and to tell me what ive supposedly done wrong, but they can't provide me with anything and just keep sending the same automated email response.

regards

[Redacted]

Dear Joejoe5,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Joejoe5,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Jackpot.cc Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Jackpot.cc Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Good afternoon

Im sharing with you a screenshot of an email that I'm still receiving daily sometimes twice daily with new bonuses offered from this casino, even though my account is allegedly closed.

The sheer amount of them bein recieved is alarming and have never seen so many from a casino before when account was open let alone closed.

Thanks

Joe

Good afternoon.

During wagering for the required amount, no bonus buys were used whatsoever. Your casino actually blocks your attempt to purchase a bonus whilst wagering. I know this because after I had completed the wager, spinning between 40p and £4 spins (your max bet is £5) I had a balance of around £2300 and your platform randomly added £100 'wager' bonus to my account. I was bonus buying after completion of the wager and it showed up 'no balance available'. I checked in with live support who showed me how to remove the bonus, which was apparently given as a reward.

I can buy as many or as little bonuses as I want with real balance and play whatever games I like. I more than likely would lose, but on this occasion I won fair and square. This is called 'gambling'. I can almost guarantee that if I didn't win, nothing would of been said about it.

Your claims for 'fraudulent' activity is terribly inaccurate. You only fraudulent activity right now is yourselves, with zero supporting evidence of your accusations.

Cssinoguru, buy a bonus on this casino with bonus active and see the result.

Joe

Hello everyone,

Thank you both for your updates and the information shared so far.

Joejoe5, I appreciate you providing further details, including the situation with the ongoing promotional emails, as this may also be relevant to the case.

Jackpot.cc Casino, thank you for outlining your reasons for the account suspension.

At this point, I need the casino to support its statements with relevant evidence so I can assess the situation objectively. Please provide specific supporting materials such as gameplay logs, betting history, or internal records that clearly demonstrate the alleged Bonus Buy abuse, wagering exploitation, and game switching strategy. If any of this information is sensitive, you can send it directly to my email at samuel.s@casino.guru.

Joejoe5, I understand your account is currently closed, so your ability to access evidence may be limited. If you have any previous screenshots, emails, or communication with support, feel free to share them.

I will wait for your responses so we can move forward with the case.

Hello Samuel,

Thank you for your message and for your continued assistance with this case.

We would like to inform you that all relevant supporting materials have been submitted to your email address for review. These include the necessary data to substantiate our position regarding the case.

Should you require any additional clarification, further details, or supplementary information, please do not hesitate to let us know. We will be happy to provide any further assistance needed.

We look forward to your feedback.

Kind regards, Jack-Pot

Dear Casino Guru Team,

We would like to comment on the player’s latest statement.

First of all, we would like to address the player’s remark regarding the bonus buy feature during wagering. It is correct that the bonus buy option is not available while a bonus is active. However, this point is not related to the basis of our decision.

Our assessment is not based on the use of bonus buy during wagering and does not claim that such action violated any rules.

The decision was made based on the overall behavioural pattern of the player, which corresponds to the criteria of bonus abuse as described in clause 9.7 of the Terms and Conditions.

Factual observations:

— all deposits were made exclusively with bonuses, with no gameplay on a real (non-bonus) balance

— wagering was completed using consistently minimal bet sizes over a large number of rounds

— immediately after completing wagering, a sharp increase in bet size was recorded

— this was followed by a shift in gaming strategy, including a transition to higher volatility games and the use of bonus buy features after wagering was completed

This behavioural cycle indicates a structured model:

risk minimisation during the bonus phase

increased variance after wagering completion

use of the bonus system as a transitional stage before switching to more aggressive gameplay on real balance

Such a pattern corresponds to the forms of bonus abuse described in clause 9.7 (i–iii).

Regarding the player’s statement that "there would have been no issue if the outcome had been a loss," we would like to clarify that the review was initiated solely due to the identified behavioural pattern, not the result of gameplay.

All underlying betting and gameplay data has been provided for independent verification.

Based on the above, the decision was made in accordance with the Terms and Conditions and remains in force.

Kind regards, Jack-Pot Team

Good afternoon,

I'm just clearing something up here that hasn't actually been mentioned.

During wagering, I was spinning up to £4 spins. After this was completed, I was buying bonuses for £0.20 - £1.00 so there was no sharp increases in bet size.

My largest win, which ive attached here, was on 0.18p bet. My balance after completing wagering and after this large win on 0.18p was £5000+ as shown in the screenshot below. My requested cashout was for only £1800, which was nearly £1000 lower than when i completed the wagering requirements, so no advantage has been gained whatsoever. I could of comfortably requested the cashout at £5,000 but chose not too.

I feel there is absolutely no reasoning whatsoever to deny this withdrawal other than not accepting that for once, I actually won something decent.

I'm also still receiving email after email offering me bonuses. No one will ever successfully withdraw because they can always just make up any reason based on bonus balance.

I could of withdrew £5000 after wager completion and redeposited again.

Ive attached screenshots of the continued bonus offerings from this casino which are literally relentless.

So far, the reasoning behind not giving me a withdrawal have changed 4 times since my first initial contact, so im anticipating when the next one will be?

Hello everyone,

thank you for the updates and for the information provided.

Dear Jackpot.cc Casino, I have carefully reviewed your explanation as well as the materials submitted. However, I must be clear at this stage that the reasoning presented does not sufficiently justify the confiscation of the player’s winnings.

The arguments provided are based primarily on general behavioral patterns such as:

• playing with lower bets during wagering,
• increasing bets after wagering completion,
• switching to different games or higher volatility content,
• using bonus buy features after the bonus phase.

These actions, however, are not inherently unfair, abusive, or prohibited unless explicitly and clearly defined in a way that prevents normal gameplay strategies. What you are describing is, in essence, a common and logical approach taken by many players:

• minimizing risk while completing wagering requirements,
• and then playing more freely with their own balance afterward.

This is a natural gameplay progression and cannot be retroactively interpreted as abuse simply because it resulted in a win.

From our perspective, labeling such behavior as "fraudulent" or "bonus abuse" without clear, objective, and enforceable boundaries falls under unfair practices. You can refer to our position on this here:

https://casino.guru/guide/fair-gambling-codex-for-casinos

In particular, terms that are too broad or allow casinos to subjectively interpret normal gameplay as abuse after the fact are considered problematic and not in line with fair gambling standards.

At this stage, I have not received any conclusive evidence that the player:

• violated a clearly defined rule,
• manipulated the system beyond normal gameplay,
• or engaged in any activity that would justify confiscation under fair and transparent conditions.

The description of a "behavioral pattern" alone is not sufficient grounds to void winnings, especially when the same behavior would not be penalized in case of losses.

Dear Joejoe5, thank you for your cooperation and for providing additional context.

Given the current situation, unless the casino is able to provide clear and objective evidence of a rule violation that goes beyond normal gameplay behavior, I will be forced to conclude that the confiscation was not justified under fair standards.

Therefore, if no further substantiated evidence is provided, this complaint will be closed as unresolved due to insufficient evidence from the casino side, which may negatively impact the casino’s rating.

I will allow the casino one final opportunity to provide any additional relevant clarification.

Thank you casinoguru for assessing this complaint in the manner you have.

I always play by the rules and have never experienced anything like this before.

Jack-pot casino...thank you for your cooperation in this as well. I hope you will choose to do the correct thing now and process my cashout in a fair and timely manner to clear this up and not have any negative reviews towards your platform which could adversely affect your business going forward.

If there is a struggle to process my cashout, I'd happily work with you and take 2 payments across a 2 week period.

Thanks

Joe

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Joejoe5,

I would like to inform you that the casino contacted me outside of this thread and requested a short extension of the timer in order to complete their internal review of the case.

I have agreed to this request and allowed them some additional time to provide their update.

For now, I kindly ask for a little more patience while we wait for their next response.

Thank you very much.

Not too sure what else there is to review but non the less, I'll patiently wait for them to hopefully make the correct decision and we can move forward.

Regards

Joe

Hello Joejoe5,

I would like to provide a small update regarding the current status of the complaint.

As there has still not been a sufficient response provided within the thread, I had to contact the casino again directly via email in order to request clarification on when the additional evidence will be submitted. I also informed them that the information and evidence provided so far remain insufficient for a proper assessment of the case.

If the casino replies to me via email or provides a proper response in the complaint thread, I will of course immediately update you here.

However, if there is still no meaningful reaction or cooperation from the casino side within the given timeframe, I will unfortunately have to close the complaint as "unresolved". Please note that this would negatively affect the casino’s Safety Index on Casino Guru and may also encourage them to re-engage and provide a proper response later on. In that case, I will also provide you with further guidance on possible next steps you can take.

At the moment, I am still waiting for their reply and the requested supporting materials.

Thank you again for your patience.

Hello,

Thank you for the update.

Please hold this case open for a response from the casino.

I will start looking into there licence soon and make contact with them to also make them aware of what is going on with this casino and their fairness to customers.

Kind regards

Joe

Good morning,

I have today contacted anjouan gaming, the regulatory body who licences the casino so they are aware of what is going on with this brand and their unfair and unjustified casino practices.

I'll continue as ever to be patient and wait for the casino to rectify their mistakes and wait for their response here.

I hope this is resolved correctly very soon as this has been over 1 month now.

Regards

Joe

Hello Joe,

first of all, I would like to apologize for only getting back to you now. I was recently out of the office and have only just returned.

Thank you as well for the update regarding your contact with Anjouan Gaming. I appreciate you keeping me informed. Before I continue with my review, could you please let me know if there have been any further developments or if you have received any new communication from the casino or the regulator since your last message?

I would also like to let you know that, while I was away, I received an email from the casino with additional information regarding the case. I still need some time to go through everything properly and compare it with the information already available before I can make any assessment.

Once I have reviewed the materials in detail, I will provide another update here in the complaint thread and let you know how we can proceed further.

Thank you again for your patience.

Hello,

Its not a problem. Thank you for updating me.

I have been in contact with a YouTube streamer who promotes the casino that I use quite frequently for casino recommendations about this case. He has since removed them from his list of trusted casinos and has been lucky enough to get some contact back from jack-pot.

They have now changed there reasoning again behind not wanting to pay out my withdrawal, stating 3 other accounts set up from my address, with the names 'lippy lass and John Rock' being presented. I have reiterated to them I have absolutely nothing to do with either of this names. I have asked for the email addresses provided for these 2 'signup' names but obviously can't be provided.

My question was, where are the KYC documents for both of these accounts, if genuine? Its taken nearly 6 weeks for these 'duplicate' accounts to appear and were not originally listed in any communications. They would of also seen my address 10 days prior to closing my account when they first rejected my withdrawal, asking for a photo of me with ID.

Ive never had duplicate account or made more accounts. I know how strict casinos are, having gambled for over 20 years and its a risk just never worth taking, so all this is false and i believe they have spent this time creating these account themselves. No dates for these 'supposedly' signups have been sent over to me.

They are just a literal scam casino with zero regards for anyone but to just take money.

I am In contact with the licence provider and will update when I'm next available too as there looking into complaints made against the casino.

Regards

Joe

Hello everyone,

thank you for the updates.

Dear Joe,

thank you for keeping me informed and for sharing the latest developments. I appreciate the additional details regarding your communication with the streamer and the licensing authority.

I would also like to let you know that I am currently in contact with the casino outside of this complaint thread. After reviewing the latest evidence and explanations they sent me by email, I have already replied with a few follow-up questions to clarify some points and to make sure I fully understand and can verify the casino's position before reaching any final conclusion.

Dear Jack-Pot Team,

thank you as well for your continued cooperation and for the information you have provided so far. I have responded to your latest email with a few additional questions, mainly to clarify some details and strengthen my understanding of the case. Once I receive your reply, I will review everything carefully and update the complaint accordingly.

Thank you both for your patience and cooperation. I will keep monitoring the case and provide another update as soon as I have any new information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

@jack-pot. Do the right thing and process my legitimate withdrawal. This has gone on for to long now and all these excuses just don't look good for you. Your unfair actions have already been pointed out on this thread by the professionals.

@casinoguru I would like to know what is being discussed on the side thread.

Also, I am STILL getting deposit bonus emails sent through from Jack-pot. They have also been responding to my 1 star reviews being put all over the Internet but nothing on here.

If this ends in unresolved, I will be forced to continue this with my bank who will have the powers to retrieve the money, as its clear that an amicable resolve has not worked.

Thanks

Joe

Dear Joejoe5,

I have tried to contact the casino repeatedly but, unfortunately, without success. As I have not received any cooperation from their side, there is little more I can do within the scope of this complaint. Therefore, I will mark it as unresolved. I understand this is not the outcome you were hoping for, but the resulting impact on the casino's rating may encourage them to respond in the future. Should they do so, I will gladly reopen the complaint, and you will be notified by email.

As a final option, you may try submitting a complaint through the Anjouan license validator, which should be available at the bottom of the casino's website. I was unable to locate the validator myself, so it may not be available in all cases. If you cannot find it either, you can also review the licensing authority's information here: https://anjouangaming.com/resources/authorized-adr-providers/.

Please note that complaints submitted through the validator are only accepted if they concern a potential breach of the casino's licensing obligations. Unfortunately, this casino does not appear to have an approved ADR provider available, so there is no alternative external dispute resolution body I can refer you to.

I'm sorry I couldn't achieve a better outcome in this case.

Best regards,

Samuel

Casino Guru